iCruise.com, one of the largest sellers of cruises in the U.S., needed a total communications solution with both hosted phone service and a cloud contact center. Only 8x8 was able to deliver a complete, integrated solution.

Cayan, formerly Merchant Warehouse uses 8x8 to provide cloud-based unified communications, business VoIP and hosted contact center services for its 300+ worldwide employees spread across the United States and Ireland.

A respected leader since its inception in 1998, Cayan offers business owners a full suite of payment technologies and merchant services designed to meet any merchant need, from processing credit and debit cards for the first time, to creating an online retail presence, to implementing a holistic, future-proof payment technology that provides scalability, flexibility, and security countertop all from a single customer engagement device.

“With the 8x8 solution, all of these services will now be under one umbrella, delivered seamlessly and securely in the cloud to all of our employees on whatever device they happen to be using. This will result in tremendous productivity gains across our entire organization as employees will be able to work more effectively when they are not in the office.”Paul Vienneau, CTO of Cayan, formerly Merchant Warehouse

Lack of Unified Communications Combined with Disparate Systems Created Challenges

According to Cayan CTO Paul Vienneau, like many fast-growing companies, Cayan had accumulated a variety of incompatible hardware and software-based communications tools over the years that were limited in functionality and became very difficult to manage.

“When I joined Cayan less than a year ago, I knew the existing premises-based approach to our increasingly complex communications needs would have to change, especially as we grew globally,” said Vienneau. “The system in place was difficult to manage due to the number of disparate vendors, the assorted learning curves associated with each solution, the myriad of support contracts, lack of integration within the service platform and physical limitations of the individual components.” Cayan has been using a different vendor solution for its PBX telephony, audio conferencing, web collaboration, chat, fax, and contact center needs.

Unified Communications, Cloud Telephony and Contact Center Services Now Under One Umbrella

“With the 8x8 solution, all of these services will now be under one umbrella, delivered seamlessly and securely in the cloud to all of our employees on whatever device they happen to be using,” Vienneau continued. “This will result in tremendous productivity gains across our entire organization as employees will be able to work more effectively when they are not in the office and our IT staff will be able to focus resources on our core business rather than our phone system. Additionally, we value the 8x8 solution’s integration with Netsuite, which we are currently migrating to for our enterprise CRM platform, as well as the quality and workforce management capabilities of the contact center offering and the solution’s built-in disaster recovery capabilities.”

8x8′s cloud-based software platform provides a comprehensive unified communications and collaboration suite of services that, in addition to replacing traditional solutions with more cost effective, flexible alternatives, address critical challenges faced by many businesses today such as managing globally distributed workforces and mobile devices, maintaining business continuity and integrating with enterprise applications and IT systems.

8x8 is leading provider of unified communications and collaboration, or UCC, services in the cloud to small and medium businesses and mid-market and distributed enterprises.

“We are very pleased Cayan has selected 8x8 to handle its communications requirements and look forward to providing the secure, reliable and scalable services needed to support the company’s future growth,” said 8x8 CEO Vik Verma. “Cayan is a great example of the kind of mid-market customer 8x8 is ideally suited to serve with our extensive suite of services, industry-leading compliance and growing international presence.”